Senior Problem Manager

Responsibilities

• As a Senior Problem Manager, you are responsible for leading the investigation and resolution of Experian's most complex and high-impact problems. You ensure high-quality root cause analysis, drive remediation, and reduce repeat incidents.
• You operate hands-on within major incidents and problem investigations, working across technology teams to deliver outcomes.
• You will deputize for the Problem Management Lead during periods of absence, maintaining oversight of priority problems, stakeholder communication, and adherence to problem management governance and standards. You will report into the Problem Management Lead. You will:
• Lead end-to-end management of complex and high-severity Problem Records
• Drive high-quality Root Cause Analysis (RCA) across cross-functional teams
• Ensure clear identification of root cause, contributing factors, and lessons learned
• Guarantee technical investigations and resolution of high severity, service impacting problem records affecting Experian's clients are carried out promptly
• Lead and facilitate Post Incident Reviews (PIRs) for major incidents and ensure outputs are actionable, documented, and tracked
• Work closely with Major Incident Management to ensure smooth transition into Problem Management
• Ensure all problem records are accurate, up to date, and maintained in ServiceNow
• Challenge technical teams constructively to improve RCA quality and accountability
• Escalate risks, delays, and blockers impacting problem resolution
• Drive adherence to SLA timelines for RCA and problem closure
• Provide clear updates to stakeholders on problem status and resolution progress and support senior stakeholders during high-impact incidents when required
• Build relationships with teams both within the technical support environment, engineering and across the wider business to establish effective progress against Problem investigations
• Sharing Problem Management best practice standards with other support teams across Experian's organization
• Adhere to all regulatory requirements within role responsibility and escalate issues quickly

Requirements

• Desirably 5+ years of experience on Service Operations and Customer-facing roles, with Incident or Problem Management experience
• Fluent English
• ITIL Qualification
• Management Report writing skills
• Data analysis skills, focusing across all incident and problem priorities
• Ability to facilitate cross team activities and guide restoration of service and problem resolution
• Understand impact on Service Level Agreements
• Personal Development - career pathway for professional growth supported by learning and development programs and unlimited access to online educational training courses, learning materials & books.
• Work environment - excellent work conditions with friendly environment, recognized strong team spirit, and fun and quality recreation time.
• Work-life balance - 25 days paid vacation, 1 additional day off for your birthday and extra 3 paid days for participation in Social responsibility event.
• Opportunity for Flexible working hours and Home Office.
• Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
• Experian Careers - Creating a better tomorrow together
• Find out what its like to work for Experian by clicking here

Benefits

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at Experian? Share your experience